This ITIL Core Fundamentals video explains the overview, purpose, scope, and objectives of the incident management process, as well as the incident management workflow diagram, which is part of service operations.
This tutorial also describes the incident management workflow using a flowchart.
Purpose of incident management
The purpose of the incident management process is to restore normal service operations as quickly as possible, thereby minimizing the negative impact on business operations and ensuring that the best possible service quality and availability is maintained. Normal service operations require that services function in accordance with the agreed SLAs.
Objectives of incident management
Ensure that standardized methods and procedures are used for efficient and rapid response, analysis, documentation, ongoing management and reporting of incidents.
Improve visibility and communication of incidents to business and IT support personnel.
Align incident management activities and priorities with those of the organization.
Scope of incident management
Dealing with any disruptions or potential disruptions to active IT services
Identified incidents
Directly from users via the Service Desk
Through an interface from event management to incident management tools
Reported and/or recorded by technical staff

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